E-Commerce Customer Service Representative

DLF North America is currently recruiting for a E-Commerce Customer Service Representative for our operation located in Windsor, WI.

DLF Group is the world leader in the development and sale of high-quality grass seeds for the agricultural forage and (professional) lawn markets. By continuously developing new innovative varieties and products, and with a strong focus on quality and reliability, DLF Group offers demonstrable value to the business of their customers and other relationships.

DLF North America SBU, is one of our four Strategic Business Units. DLF employees are characterized by a high level of competency, passion, and commitment. In everything we do we act with respect, trust and integrity.

Come grow with DLF!

Check us out www.dlf.com (Global) & www.us.dlf.com (USA) & www.ca.dlf.com (CA) & visit our careers page at https://careers.dlf.com.

About the job

The E-Commerce Customer Service Representative is responsible for delivering a consistently high level of service to both internal and external customers through timely communication, accurate order processing, and proactive support across customer-related activities. The role acts as a key link between customers and internal functions, ensuring customer requirements are understood, communicated, and executed effectively.

The Customer Service Representative supports the smooth execution of customer service processes while maintaining a strong customer focus and commitment to operational excellence. Through professional interactions, attention to detail, and collaboration with cross-functional teams, the Customer Service Representative contributes to creating a positive customer experience and strengthening long-term customer relationships.

Reports to: Customer Service Manager

Job Summary:

The E-Commerce Customer Service Representative supports customer and operational success through efficient order management, responsive customer support, and strong coordination across internal teams. The role ensures customer requests and enquiries are managed accurately and professionally while supporting inventory visibility, product movement activities, and administrative processes.

Working closely with Sales, Production, Planning, Inventory, and Finance teams, the Customer Service Representative helps ensure customers receive accurate information, timely communication, and reliable service outcomes.

Essential Duties and Responsibilities:

Customer Service

• Ensure customer enquiries and requests are responded to in a timely, professional, and customer-focused manner.
• Conduct all customer interactions in a pleasant, helpful, and professional manner.
• Process customer requests, enquiries, and sales-related activities accurately and efficiently.
• Manage customer complaints, concerns, and disputes promptly while escalating issues where appropriate.
• Build and maintain strong relationships with customers and internal stakeholders.
• Liaise closely with Sales, Marketing, Finance, Planning, Production, and Operations teams to ensure customer requirements are understood and delivered.
• Maintain and continually improve product knowledge and understanding of company products and services.
• Identify opportunities to improve customer experience and provide balanced recommendations and feedback.
• Support the delivery of a consistent and high standard of customer service across all customer touchpoints.
• Manage retail customer pickups and walk-in customer assistance.

Order Management & Administration Support

• Process e-commerce and online support, sales orders, credits and customer invoicing activities accurately and in a timely manner.
• Ensure order transactions and associated system activities are completed in accordance with established processes.
• Provide customers with copies of invoices, order confirmations, shipping details, and supporting documentation when requested.
• Assist with administrative requirements including scanning, filing, and maintaining accurate records.
• Support general office administration activities as required.
• Assist with preparation of reports and provide administrative support to site and operational teams.

Inventory & Operational Coordination

• Process inventory movements and transactions accurately within ERP systems.
• Ensure inward and outward product movements are actioned promptly and accurately.
• Support inventory-related activities including stock coordination, documentation, and transaction processing.
• Communicate inventory availability issues or customer impacts to relevant teams.
• Assist with coordination of customer sample requests and shipment activities.
• Support label generation and documentation requirements associated with customer and operational activities.
• Coordinate with operational teams to support effective product flow and customer fulfilment.

Systems & Process Compliance

• Utilize ERP and customer systems effectively to ensure accurate transaction processing and customer information management.
• Order administration across mutiple sales platforms. 
• Engage with customers via phone, email, live chat, social media, and in-person interactions. 
• Maintain accurate customer records and ensure data integrity across systems.
• Maintain shipment tracking and customer follow up communication.
• Follow standard operating procedures and support process consistency across customer service activities.
• Identify process inefficiencies and suggest opportunities for continuous improvement.
• Support implementation and adoption of process improvements and new systems where required.

Cross-Functional Collaboration & Continuous Improvement

• Participate in team meetings and post-season reviews to identify lessons learned and opportunities for improvement.
• Support initiatives that improve customer service performance, efficiency, and consistency.
• Contribute positively to team culture and broader business objectives.

Other Duties

• Participate in team meetings and continuous improvement initiatives.
• Perform other duties as assigned by the manager.

Qualifications

• 2–4 years of experience in customer service, administration, supply chain, or operational support roles.
• Experience in a customer-facing environment with demonstrated customer service capability.
• Experience using ERP systems (Navision, Business Central, SAP, Oracle, or equivalent).
• Strong organizational skills with high attention to detail.
• Effective written and verbal communication skills.
• Ability to manage competing priorities and work effectively in a team environment.
• Proficiency with Microsoft Office applications, particularly Excel.

Preferred

• Experience within agriculture, seed, manufacturing, or supply chain environments.
• Experience with CRM platforms and customer management systems.
• Familiarity with inventory processes and order fulfilment activities.
• Product knowledge within the agriculture and seed industry.

Compensation and Benefits: 

This position comes with a competitive compensation plan that includes a base wage, health and wellness benefit options, retirement savings plan with company contribution, vacation, and personal days. 

Why work for DLF? 

We do good things! Turf grass is more than just a pretty sight – it helps fight climate change by trapping carbon and preventing soil erosion, making it a vital ally in preserving the environment. Grass acts as a natural filter, purifying water and improving air quality.  Perennial forage grass and legume crops also provide essential habitats for diverse wildlife, showcasing the crucial role of supporting biodiversity and sustaining ecosystems. Grass, alfalfa and clover feed animals and produce oxygen. Just a few reasons.... and many more! Check us out!

Ready to make an impact? We invite you to come and grow with us!

We thank all applicants who apply for this position but advise only those applicants selected for an interview will be contacted.

DLF USA Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Accommodations for job applicants with disabilities will be provided upon request during the recruitment, assessment, selection, and placement process. Alternate format available upon request.